Instruction/ maintenance manual of the product ICE 5700 Hypercom
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ICE Series T roubleshooting Manual SPOS V ersion 05B For ICE 5500, 5700, and 6500 T erminals Date: July , 20-2001.
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940331- 002, rev. A Hyperc om Corporat ion vii T able of Contents Who Shou ld Use This Bo ok . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi How This Bo ok Is Organize d .
Table of Contents viii ICE Te rminal Hyp erWare T roublesh ooting Ma nual 940331- 002, rev. A Test Fun ctions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
940331- 002, rev. A Hyperc om Corporat ion ix List of Figures Chapte r 1 Equip ment In formati on Figure 1- 1. Printer sa mple receip t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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940331- 002, rev. A Hyperc om Corporat ion xi Introduction The ICE Series T roubleshoot ing Manual is a comprehensiv e guide to tro ublesho oting Hyperc om ® ICE terminals using the Hypercom SPOS soft ware .
Introd uctio n xii ICE Series Troubleshooting Manual 940331-002, rev. A Procedures : Numbered procedur es hav e a special g raphic appearing in the mar gin of the text . The wor ds Step-by-S tep also a ppear in bold at the beginning of the proced ure.
Chapter 1 Equipment Information This sectio n describes impor tant information on the applicat ion, initializati on, custom m aintenance, repairs , configur ation, t est functions , and printer issues f or th ese ICE terminals. Read each sect ion to ensure proper test ing and handling of the POS terminals.
Chapte r 1 1-2 ICE Series Troubleshooting Manual 940331-002, rev. A EPROM The following list s the curr ent EPROM relea ses for the approp riat e ICE ter minals at the tim e of this publication: I.
Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-3 Initia lization The in itializ ation is the per sonality of the ter min al and co ntains mer chant-specif ic inform ation.
Chapte r 1 1-4 ICE Series Troubleshooting Manual 940331-002, rev. A Requesting Repairs Hype rcom ha s the f ollo wing war rant ies on equipment: Fiv e years f or terminals One y ear f or periph erals Step-b y-Step T o requ est repair s: 1. Call the Hypercom POS T erm inal Ser vices Department at 80 0.
Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-5 Clearing Reversals, Batches, and Initializations at the Application Level Before loading a new application i nto a ter minal , you must clear al l rev ersals, ba tches, and the initial ization ind ividually b y u sing the Super visor option at the applica tion lev el.
Chapte r 1 1-6 ICE Series Troubleshooting Manual 940331-002, rev. A Cle arin g a Batch Use the following step s to clear a batch. Step-b y-Step T o clea r a bat ch: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display. N OTE : The Idle pro mpt ma y v ary dep ending on th e terminal and its con figur ation.
Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-7 Clear ing the Initiali zation Use the following step s to clea r the initi alization. Step-b y-Step T o cle ar the in itializati on: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display.
Chapte r 1 1-8 ICE Series Troubleshooting Manual 940331-002, rev. A Clearing Reversals, Batches, or Everything at the Application Level Before loading a new application i nto a ter mi nal, you must clear al l rev ersals, ba tches, and the initial ization indi vidually using th e Funct ions optio n at the appl ication le vel.
Equipment Information 940331- 002, rev. A Hyperc om Corpo ration 1-9 Accessing the T erminal Boot Level The ter minal boot lev el conta ins the te rmin al software a pplication, f or example, TSPO SXX.XXX, a s well as othe r settin gs such as dial mod es, option settings, hoo k delay , an d printe r settin gs.
Chapte r 1 1-10 ICE Series Troubleshooting Manual 940331-002, rev. A Procedu re #2 Use the P ower Down option des cribe d in this s ection to access the ter m inal boot lev el. Step-b y-Step T o acc ess the ter minal boot le vel: Step Action T erminal response 1 Power down the terminal by disconnect ing the power cord from the back.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-11 ICE 6500 Procedu re #1 Use the T erminal Menu option descr ibed in th is sectio n to acce ss the ter m inal boot lev el. Step-b y-Step T o acc ess the boot lev el: Step Action T erminal response 1 Touch Press Here for Menu on the terminal display.
Chapte r 1 1-12 ICE Series Troubleshooting Manual 940331-002, rev. A Procedu re #2 Use the P ower Down option des cribe d in this s ection to access the ter m inal boot lev el. Step-b y-Step T o acc ess the ter minal boot le vel: Step Action T erminal response 1 Power down the terminal by disconnect ing the power cord from the back.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-13 Deleting the Current Software Application at the T erminal Boot Level T o dele te the cur rent software ap plication you must fi rst access the ter minal boot l e vel. F ollow the procedu res on page s 1-10 a nd 1-11 to access th e boot lev el, th en perf or m th is proced ure.
Chapte r 1 1-14 ICE Series Troubleshooting Manual 940331-002, rev. A Configuring a T erminal for an Application Download Configu re a ter minal for a software app licatio n download by first per f or ming the Me rchant Programming, o ption 1, fun ction.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-15 6 Touch 0 for tone dialing or 1 for pulse (rot ary) dialing, then touch ENTER on the terminal display, or press ENTER on the terminal keyboard to bypass this field.
Chapte r 1 1-16 ICE Series Troubleshooting Manual 940331-002, rev. A Loading a T erminal with Software The ter minal dia ls the NMS telephon e number in the Merchant Pr ogramming, option 1 paramete rs and initiates a program load f or the software applic ation.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-17 Initializing a T erminal for a Parameter Download T o rec eiv e a pa rameter downlo ad, the ter minal must hav e a un ique ter mi nal ID . This ID is also known as the ter mina l profile.
Chapte r 1 1-18 ICE Series Troubleshooting Manual 940331-002, rev. A Scree n 2 P er f or m the following steps from the software lev el if th e ter minal d ispla ys the Please Initiali ze prompt. The Please Ini taliz e pr ompt indicat es that the ter minal does not hav e in itializati on parameters.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-19 Changing Settings in the T erminal Boot Level There ar e approximately 22 settings i n the ter minal B oot lev el. So me can be changed a nd others canno t. This proc edure id entifies the only o ption set tings you can ch ange.
Chapte r 1 1-20 ICE Series Troubleshooting Manual 940331-002, rev. A 5 The terminal displays the CU address. The CU address should be at the default sett ing of 30 .
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-21 12 Touch CANCEL to exit the Option Programming menu. The terminal now returns to t he Maintenance Functions menu.
Chapte r 1 1-22 ICE Series Troubleshooting Manual 940331-002, rev. A T est Functions Use the tes t functio ns descr ibed in th is sectio n f or troubles hooting. Performi ng a Keyboard T es t Use this fun ction to ini tiate a keyboard test. The ter minal displays the column and row of the key presse d.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-23 Perfo rming a Dis play T est Use this fun ction to ini tiate a di splay test. The dis pla y da rkens and ligh tens accor dingly . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 3, and p ressing o r touchin g Enter .
Chapte r 1 1-24 ICE Series Troubleshooting Manual 940331-002, rev. A Performi ng a PIN Pad T est Use this fun ction to ini tiate a PIN pad test to tes t the inter nal o r e xter nal PIN pad. N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 9, 4, and p ressing o r touchin g Enter .
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-25 Performi ng a Card Read er T est Use this fun ction to e nable the card reader test an d to disp la y track 1 and t r ack 2 da ta. N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 9, and p ressing o r touchin g Enter .
Chapte r 1 1-26 ICE Series Troubleshooting Manual 940331-002, rev. A Performi ng a Printer T est Use this fu nction to ini tiate a pr inter tes t. The ter minal pr oduces a test p rin t with various chara cters and fo n t s i z e s . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 8, 2, and p ressing o r touchin g Enter .
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-27 Figur e 1-1. Printer samp le receip t.
Chapte r 1 1-28 ICE Series Troubleshooting Manual 940331-002, rev. A T urning the Printer On or Off Use this fun ction to tur n the printer o n or off. N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 7, 1, and p ressing o r touchin g Enter .
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-29 Clearing Printer Paper Jams The following steps de scrib es clear ing paper jams from the ICE ter minal . N OTE : The g raphic s used in this sec tion are of the ICE 5700 ter min al.
Chapte r 1 1-30 ICE Series Troubleshooting Manual 940331-002, rev. A 4. T urn the manual f eed wheel to remo ve an y printer paper still in the printer . Figur e 1-4. Op en paper door 5. Lift the tension r elease arm, placing i t in the upward, lock ed posit ion 6.
Equipment Information 940331- 002, rev. A Hyperc om Corporat ion 1-31 Reloading Printer Paper T o pro perly i nstall t he print er paper, read the following step s carefull y . N OTE : Y ou c an also access thi s functio n by Me rchant Fun ctions, 1, 5, and p ressing o r touchin g Enter .
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Chapter 2 Error Messages This sectio n ex plains the diff erent types o f error messa ges that ma y occur d uring operat ions and possib le steps to clear the error message . Please T ry Again (CE) Communicati on Error (CE) indicat es the ter minal dia led a number that does not answ er .
Chapte r 2 2-2 ICE Series Troubleshooting Manual 940331-002, rev. A Please T ry Again (TO) Time Out ( T O) indic ates the ter min al made a connection, b ut it timed o ut because i t received no repl y from the h ost. The following is a list of opti ons to clea r the erro r message: V erify that the merchant is activ e (stag ed) at the host.
Error M essages 940331- 002, rev. A Hyperc om Corpo ration 2-3 Line Busy Line Bus y indicate s the ter mi nal does not detect a di al tone. The following is a list of o ptions to clear the error message: V erify that the telephone line is plugg ed into t he line port.
Chapte r 2 2-4 ICE Series Troubleshooting Manual 940331-002, rev. A Before Loading or Initializing a T erminal The following mess ages appe ar before you load or ins tall a ter mina l. Please Ini tialize or Cal l Help (FE) F or mat Er ror (FE) ind icates t he ter minal is in Boot mode and requ ires an in itializati on, or personality , load.
Error M essages 940331- 002, rev. A Hyperc om Corpo ration 2-5 Programming f or Hyper com ICE ter mi nals incl udes the te st resp onse code m essages listed i n T able 2-1.
Chapte r 2 2-6 ICE Series Troubleshooting Manual 940331-002, rev. A The following user me ssages indicate c onditions tha t ari se from in correct u ser or ca rdholder acti ons and need c orrectio n at the poi nt of sale.
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An important point after buying a device Hypercom ICE 5700 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Hypercom ICE 5700 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Hypercom ICE 5700 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Hypercom ICE 5700 you will learn all the available features of the product, as well as information on its operation. The information that you get Hypercom ICE 5700 will certainly help you make a decision on the purchase.
If you already are a holder of Hypercom ICE 5700, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Hypercom ICE 5700.
However, one of the most important roles played by the user manual is to help in solving problems with Hypercom ICE 5700. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Hypercom ICE 5700 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
